Customer Service Specialist

 

The Customer Service Specialist is a Full-Time, Regular position, working remotely Monday-Friday 8am-5pm with an one hour lunch. Ideal candidate will be in our service area (Washington, Idaho, Oregon, Montana) Bilingual job seekers encouraged to apply

Summary: The Customer Service Specialist I is responsible for answering the multiline call center phone queue in addition to providing education to our patients/customers on the following items; out of pocket balances owing, options available to them to resolve outstanding debts owed via financial assistance or payment arrangements, intake of demographic changes/updates as provided by patients, and finally answering general questions or concerns presented during patient phone contact.

General Description: Responsible for setting up appropriate payment arrangements on self pay balances. Researches patient accounts within billing shared systems for the fastest method of payment. Sends claims to appropriate insurance carriers, or sets up agreeable arrangements with patient. Responsible for collection of a portfolio of accounts, insuring losses are minimized through creative collection effort. Appropriate initiative must be taken to complete projects by the deadlines given. This position has minimal supervision.

Essential Duties/Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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• Answer multiline phone queue
• Make outbound calls to patients as necessary
• Navigate all client EMR and payment systems proficiently
• Ability to type 50 wpm
• Process credit card payments over the phone, and set up recurring payment arrangements
• Assist customers with questions pertaining to their bill received
• Verify patient demographic information when on phone with patient
• Gather insurance billing information from patients
• Process incoming mail/correspondence related to patient accounts
• File probate claims on deceased patients when available.
• Review accounts to ensure collection efforts exhausted before transferring to bad debt/collections
• Other special projects and duties as assigned.

General Duties/Responsibilities:

• Ability to maintain strict confidentiality within the Inland Imaging companies and Inland’s customers.
• Honest, pleasant manner and good personal hygiene.
• Free of alcohol and drug abuse.
• Valid state driver’s license and proof of insurance.
• Excellent communication and interpersonal skills.
• Detail oriented; ability to multi-task; organized and able to work in a fast paced environment.
• Demonstrates self-directed learning and participation in continuing education through professional journals, approved seminars, etc.
• Adheres to departmental standards and personnel policies by demonstrating professional demeanor in conduct and appearance.
• Follows company departmental standards and personnel policies by using good teamwork and communication skills to help identify concerns and solutions, assisting where needed to ensure a smooth functioning department.
• Follows all Health and Safety policies and guidelines of Inland Imaging and its partners depending on work location
• Performs other duties as required by displaying team spirit and self-growth, accepting and performing other projects and responsibilities, and requesting other projects and responsibilities.
• Attendance is required for this position.
• Rotates to other shifts and locations as needed.

Supervisory Responsibilities:

• There is no supervisory responsibility in this position

Advocacy:

Treats all clients with dignity and respect Provides excellent customer service Conforms to Joint Commission and HIPAA regulations Complies with PHI (Protected Health Information) Demonstrates the Inland Imaging Core Values:

• Show We Care, Do The Right Thing, Maximize Individual Potential, Always Aim Higher

Qualifications:

• Education: High School Diploma/GED required
• Experience: Two years of collections experience is desired; strong oral communication skills.
• Customer Service experience
• Patient Accounting experience
• Must be able to determine the correct guarantor of the account for payment.
• Healthcare experience is preferred
• Medical terminology
• Licensure: N/A
• Certifications: N/A
• Computer Skills: Experience with the following computer applications is highly desired: Microsoft Office products (Outlook, Word, Excel); Internet, Intranet, Meditech, EPIC, other EHR systems.
• Background Check:
• Must be able to pass a background check required by RCW 43.43.830-840 to work with children under the age of 16, developmentally disabled persons or vulnerable adults
• In order to comply with provisions set forth in Sections 1128 and 1156 of the Social Security Act, all new employees of Inland Imaging Business Associates will be checked against the LIST OF EXCLUDED INDIVIDUALS provided by the Department of Health & Human Services, Office of the Inspector General (OIG). Employees must not be included on this list.
• Drug Test: Eligible employees must be able to pass a post-offer, pre-employment drug test which includes marijuana.

Job Type: Full-time

Pay: $16.22 - $24.34 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Remote

Work Location: Remote

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